Client Success Support Specialist (Seasonal, Hourly)

Job description

## **Introduction & Mission** Civitech is a public benefit corporation dedicated to creating a fairer and more equitable democracy by building the tools and infrastructure needed to increase civic participation, empower Democratic candidates to win, and support the success of progressive causes. Since our founding in 2019, over 500 partners—a range of nonprofit organizations, national political committees, and individual campaigns—have utilized Civitech’s tools to reach tens of millions of voters to help create a more equitable and progressive democracy. Civitech is a remote-first company hiring within our current footprint of 30 states (AL, AK, CA, CO, DC, DE, FL, GA, HI, IL, IN, MA, MD, MI, MN, NC, ND, NH, NJ, NV, NY, OH, PA, SD, TN, TX, VA, WA, WI, WY). We maintain a physical co-working and collaboration headquarters in Austin, TX. **Our Commitment to Diversity & Representation:** It is structurally vital that our team reflects the rich diversity of the organizations and communities we seek to serve. We strongly and explicitly encourage women, people of color, LGBTQIA+ individuals, and members of other groups traditionally underrepresented in the technology sector to apply. ### **Our Core Values** - **We act with Integrity** – At Civitech, we hold ourselves to the highest standards and value open and transparent communications with all of our stakeholders. Our rigorous approach to product design, testing, and data science leads to accurate assessments of our outcomes and challenges us to constantly improve our tools. - **We are Changemakers** – As a team, Civitech seeks to make transformational change in our democracy by eliminating obstacles meant to hamper contribution from every member of the community. - **We are Collaborators** – Buoyed by our mission, we look for opportunities to partner with everyone committed to making democracy easier to participate in. We seek to understand the challenges our partners face and use our skills and creativity to help them solve them. - **We are Bold** – We recognize that disruptive change won’t come with doing business as usual. Civitech seeks to revolutionize civic participation by bringing innovation and creativity to politics. ### Role Overview The Client Success Support Specialist is the primary point of contact for voters who receive election-related mail from Civitech and our clients. Your main responsibilities will include responding to incoming calls, addressing voter issues, and providing accurate information on voting-related resources. You will utilize effective communication and active listening skills to understand voters' needs and provide appropriate solutions. You will also maintain detailed records of interactions, process voter requests, and escalate complex issues to leadership for further assistance. The ideal candidate should possess efficient verbal and written communication skills, a friendly and patient demeanor, and the ability to thrive in a fast-paced environment. Prior experience in a call center or customer service role is preferred but not mandatory. Join our team and embark on a rewarding career where you can make a difference in our democracy every day! About our Client Success Team: The Client Success Team is focused on delivering services, building strong relationships with our clients, and ensuring our clients ultimately achieve their electoral goals. This means being responsive, professional, and organized to ensure that clients repeatedly turn to Civitech to achieve their goals. ### What You Will Do - Handle inbound and outbound calls from voters, addressing their inquiries, concerns, or requests. - Provide exceptional service by actively listening to voters, empathizing with their issues, and providing appropriate solutions or assistance. - Accurately document voter interactions, concerns, or requests in Civitech's support software for future reference, reporting, and analysis. - Handle voter complaints or escalations in a professional and diplomatic manner, aiming to deescalate tense conversations and find a suitable resolution. - Adhere to established call center procedures, guidelines, and scripts to maintain consistency in communication and ensure compliance with company policies and state laws. - Efficiently manage call handling time to meet performance targets, such as call duration, call volume, and service level agreements. - Demonstrate empathy, patience, and effective communication skills when dealing with voters, especially in challenging or stressful situations. - Potential to support on text chase programs (responding to inbound text messages) via a texting application, as needed. ### About You (Key Requirements) - Experience working in client success or a call center environment is preferred but not required. - Effective verbal and written communication skills. - Active listening skills to understand voter inquiries and concerns. - Strong customer service orientation, focusing on providing a positive experience. - Ability to handle difficult or irate voters with empathy and professionalism. - Proficiency in using computer systems, software, and call center technology. - Collaborative mindset, working well with team members and supervisors. - Flexibility to adapt to changing outreach efforts and call center procedures. - Quick decision-making ability to resolve voter concerns or escalate them appropriately. - Track record of achieving and maintaining performance metrics, such as average handle time and first-call resolution rates. - Comfortable working in a fast-paced and occasionally stressful call center environment. - Availability to work flexible hours, including evenings, weekends, and holidays. - Conversational Spanish, Chinese, Hindi, Korean, Vietnamese, Punjabi, or Bengali are a plus but not required.